SR Customer Trust & Safety Specialist

SR Customer Trust & Safety Specialist

Rippling – Seattle, Washington, United States

Rippling gives businesses one place to run HR, IT, and finance, integrating payroll, expenses, benefits, and computers into a single system. By 2023, our platform allows companies to onboard new employees, set up payroll, deploy corporate cards, deliver computers, and install third‑party apps such as Slack and Microsoft 365, all within 90 seconds.

As the Customer Trust & Safety (CTS) team protects the trust that our customers place in us. We handle issues that affect account security, privacy, and safety with speed, transparency, and precision.

In this role you will own Rippling’s full response to customer trust incidents—from account takeovers to data exposures—leading cross‑functional coordination and driving communication strategies. You will serve as the operational and strategic lead for all customer‑impacting security and trust events, ensuring a unified, transparent response across Security, Legal, Compliance, Risk, Product, and CX.

• Lead end‑to‑end management of customer trust incidents, including account takeovers, fraud, privacy exposures, and abuse.
• Serve as the incident commander for high‑impact and sensitive events, ensuring clarity, speed, and accountability across teams.
• Act as the face of Rippling Security & Trust to customers, regulators, and executives during escalated situations.
• Coordinate across Security, Legal, Compliance, Risk, Product, and CX to drive unified, transparent responses.
• Build and maintain incident response playbooks, SLAs, and escalation frameworks for customer trust events.
• Lead post‑incident reviews to identify root causes and drive durable fixes through Product and Engineering.
• Define and track key metrics to measure program health and drive continuous improvement.
• Partner with leadership to define the long‑term roadmap for customer trust and safety operations at Rippling.
• Share trends and prevalences in harm areas and recommend proactive controls.

• 8+ years of experience in Trust & Safety, Security Operations, Risk, or Compliance within SaaS, Fin Tech, or a regulated environment.
• Bachelor's degree or equivalent practical experience.
• Proven ability to lead complex incident response efforts involving customers, executives, and cross‑functional stakeholders.
• Exceptional client‑facing communication skills—able to translate technical issues into clear, empathetic messages for customers, remaining composed in high‑stress situations and navigating sensitive conversations while effectively de‑escalating.
• Executive communication skills—adept at distilling critical information into concise insights and delivering clear, polished, and direct messaging tailored for executive stakeholders.
• Experience building or maturing operational programs such as incident management, escalation frameworks, and readiness testing.
• A strategic thinker who balances customer empathy with business risk and regulatory requirements.
• Experience mentoring teams and influencing without authority in high‑stakes situations.
• Bonus:
  Experience in fraud prevention, privacy incident management, or regulatory reporting processes.

Rippling is an equal‑opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate on the basis of race, religion, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristic. Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process.

To request a reasonable accommodation, please email

This role will receive a competitive salary, benefits, and equity. The salary for U.S. employees is aligned with one of the tiers below based on location:

• U.S. Tier 1: 138,000 – 230,000 USD per year.
• U.S. Tier 2: 124,200 – 207,000 USD per year.